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  • 2 reviews
  • 1 helpful vote
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Great experience so far!

5 out of 5, reviewed on Jan 02, 2018

I have had to undergo two surgeries this year and HIF has covered both with only a small out of pocket payment for an anaesthetist and a once off excess fee of $200 for the year. I don't have top hospital cover being in my early 20s but the level of cover I have has been great. I also have super extras which has been fantastic in the past couple of years having to need glasses and requiring some major dental treatment. Never had an issue with claims and HIF have always been helpful on the phone with enquiries.

1 person found this helpful, do you? Yes

Comments
HIF (Health Insurance Fund) Official

Hi Madi.

Thank you for posting this terrific review! I really appreciate you taking the time to share this feedback, and I hope you had a speedy recovery from your surgeries.

Best wishes,

Nikki Atack
HIF Marketing Manager

Verified Customer Insurance claim made

Lodge a claim by email

4 out of 5, reviewed on Dec 23, 2017

I have been a HIF member for over 40 years. When it was paper and pen era, I found no problem to make a claim. Now in this digital era, this is the first time I make a claim online. A claim has been sent twice to the email address, claims@hif.com.au, as shown in the HIF website, and have been knocked back every time.

Just wonder what is happening? Is this email address obsolete? I have tried to lodge a claim online but to no avail due to time restrictions. Why the time limits?
Can someone please point me to the right direction where should I send my claim to, or forward my claim to the relevant department for processing?

Scanning the receipts, trying to lodge the claim online but to no avail, then downloading and filling in the claim form electronically, preparing the email, sending and re-sending the email, double check the email address on the web, all in all it took me more than two hours and still cannot lodge this claim electronically. It would probably take me less than 15 minutes to scan and print copies of the receipts, fill in the claim form and put everything in an envelope and put it it the mail! What a waste of my time!!!

Other than that, I am quite happy with HIF in terms of direct claims from service providers. Telephone calls to HIF wait time have been around 5 minutes. This is very acceptable comparing to ringing the Telcos and the usual wait time is 30 to 40 minutes.

Was this review helpful? Yes

Comments
HIF (Health Insurance Fund) Official

Hi Tony, Thank you for taking the time to leave this feedback, we’re extremely lucky to have such wonderful and loyal members. In terms of your recent claiming experiences though, I’m reall... read more »

  • 5 reviews
  • 1 question
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Insurance claim made

So far So good

3 out of 5, reviewed on Dec 17, 2017

I have HIF insurance for a few years now. I have used them for 2 shoulder surgeries and for the kids teeth and the usual physio etc. No real complaints, I just wish we could dump the junk benefits and make the policies cheaper.

Was this review helpful? Yes

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HIF (Health Insurance Fund) Official

Hi Andrew, Thank you for taking the time to leave this feedback. :) We’re delighted to hear you’ve had such a positive claiming experience, I hope your shoulder is feeling better now too. ... read more »

Yeppoon, Queensland

  • 1 review
  • 1 comment
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Highly Recommend

5 out of 5, reviewed on Dec 13, 2017

Been with HIF for over 3 Years now, and highly recommend them.

Was this review helpful? Yes

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HIF (Health Insurance Fund) Official

Hello Jojo, Thank you for taking the time to share this terrific feedback. We love to hear from happy HIF members and I'll ensure your comments are passed on to our whole team here. If you ev... read more »

Hi Kelsey, Just wanted to say that wasn't all of my review, I had a lot more written out about HIF, I may have accidentally deleted it. Never had any problems on making claims on Extras, just n... read more »

HIF (Health Insurance Fund) Official

No worries at all, it’s great to hear that you’ve had such positive experiences with our Claims and Member Services Teams. :) With regards to your feedback about excesses and shared family allow... read more »

  • 2 reviews
  • 1 helpful vote
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Insurance claim made

Excellent Customer Service

5 out of 5, reviewed on Nov 20, 2017

I really love the customer service from this company. Short wait times and speak with representatives who communicate clearly and effectively. I have used the cover for hospital stays and have found claiming to be really straightforward.
My only issue is that the cost of my same level of cover has doubled in the 6 years I have been with them.

1 person found this helpful, do you? Yes

Comments
HIF (Health Insurance Fund) Official

Hi L, Thank you for your review, that’s wonderful to hear! I really appreciate you taking the time to share such terrific feedback. If you ever have queries or need assistance with your HIF p... read more »

I am very disappointed with this service I really need to visit a doctor and this company cannot ans

1 out of 5, reviewed on Oct 24, 2017

I only need more contact with people to get information and there no available phone or no one answer me in an emergency moment. The customer support is awfull, I will coment more information when I solve my problem

Was this review helpful? Yes

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HIF (Health Insurance Fund) Official

Hi Hector, I'm really sorry you've had this experience today! Our call waiting times are currently less than five minutes though, so I’m not sure why you had such a long delay. In the meant... read more »

Verified Customer Insurance claim made

What am I actually covered for? - No one can tell me

1 out of 5, reviewed on Oct 16, 2017

Signed up for maternity cover and called asking for more details regarding maternity and costs ect.
So sick of this insurance company being evasive and not answering simple coverage questions. "What will my policy cover, what won't my policy cover (maternity related), how much will a stay cost me.."
Couldn't even give ball park estimates.
I did have BUPA insurance and claimed more than once for hospital visits with only minor issues.
HIF is a classic example of what is wrong with our health insurance system.
I have sent a few emails regarding my upcoming use of maternity and still the only response i get is "we can put an estimate together if you have item numbers and provider numbers." My Dr isn't interested in going through all the possible item numbers and said don't bother.

I also claimed for extras and that has also been difficult with more paper work and longer time frames than I am used to from previous insurers.

Was this review helpful? Yes

Comments
HIF (Health Insurance Fund) Official

Hello Amie, Thank you for providing this feedback and please accept my sincerest apologies for your experience so far. We pride ourselves on delivering excellent customer service, so this is ce... read more »

  • 2 reviews
  • 1 question
  • 1 helpful vote
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Terrible huge increase in Premium

1 out of 5, reviewed on Sep 13, 2017

It was reasonable on the first year, and thereafter, the premiums kept going up at ridiculous rates, from $2343 a few years ago and to $2963 now!! I wrote to enquire if there can be any discount from my annual premium. They told me to downgrade to another policy, which is suitable for young women with IVF, maternity & pregnancy benefits. I am a 64 years old man, not a young woman starting my family of babies. I am now looking around to switch back to my other fund.

Was this review helpful? Yes

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HIF (Health Insurance Fund) Official

Hello Fran, I’m really sorry you feel that way but we do appreciate your feedback, and hopefully I can help to provide more context around this year’s premium increase. As a not-for-profit, ... read more »

AVOID at all costs - because you'll be the one wearing the costs - sellers of JUNK insurance

1 out of 5, reviewed on Aug 31, 2017

AVOID these bandits. I would give -5 stars if it was possible.
When you hear of insurers being under fire for selling 'JUNK' insurance policies HIF is mostly likely one of these insurers. I was recently advised I needed to have a basic, minor, common surgery - i was gobsmacked to find the junk policy HIF had sold me did not even cover this basic surgery, the only person more surprised was my GP when I told her i would not get any coverage. She was shocked at how 'terrible' the policy was since most insurers at the most basic level provide coverage for this surgery.
Moral of the story: AVOID HIF! And unlike me - don't find yourself circa $7000 out of pocket because of these bandits.

It is timely that the Federal Government is reviewing the incidence of junk health insurance sellers - hopefully HIF is under close examination with their highly questionable practices and product offerings. Reforms are urgently needed in this sector, and HIF is a contributor to these massive problems.

Was this review helpful? Yes

Comments
HIF (Health Insurance Fund) Official

Hello Andrew, Thank you for your review. I understand that you’re disappointed with the outcome of your recent claiming experience. Our GoldVital Hospital policy was created in response to sig... read more »

Brisbane

  • 3 reviews
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Insurance claim made

Overall very happy with HIF

5 out of 5, reviewed on Jul 24, 2017

My husband and I transferred to hif from one of the major health funds due to massive price increases every year. We find hif to be very competitively priced and we like that it is a member's own fund, not a for-profit fund. When I have called, I have found my calls to be answered quite quickly. Lodging an extras claim through the app takes a few weeks to be paid, but I don't find that to be a major issue. I love that I can claim through an app....previous health fund did not even have this capability! Had to post it in or go to a branch. Very happy and have already recommended hif to a friend who joined up.

Was this review helpful? Yes

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HIF (Health Insurance Fund) Official

Hello Di W, Thank you so much for this wonderful review. We’re very proud to be a not-for-profit health fund, so to hear feedback like this really does make our day. I’m also delighted to hear ... read more »

  • 1 review
  • 1 helpful vote
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Simple question on amount claimable, difficult process

2 out of 5, reviewed on Jun 06, 2017

I rang the office today and the wait time as usual was unacceptable. seems still a staffing problem ??
all i required was a verbal estimate of the amount i expect to receive back after a pathology procedure. verbally i gave hif the provider no-, item number, and the pathology dr;s account amount $. impossible to receive any indication of the refund amount ?. no i have to send into the hif the account and a hif claim form also the medicare form to have it assessed.!!! What if there is no rebate !! all this posting etc for nothing its a big thing for older people to do these things while it would have been so simple to say sorry there is no amount claimable, or yes you could expect about x amount $ refund on your policy and that item number you are claiming...
Lets get with it. Is It so hard to give people a indication of there refund amount>
getting very dis- satisfied.

1 person found this helpful, do you? Yes

Comments
HIF (Health Insurance Fund) Official

Hello Mr Hartman, Thank you for your review, and once again please accept my sincerest apologies for your recent experience. As per our private conversation, I’m delighted that we were able to ... read more »

G

  • 3 reviews
  • 4 comments
  • 7 helpful votes
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Insurance claim made

LONG wait times for claims

1 out of 5, reviewed on Jun 02, 2017

Spoke to HIF today 2/06/2017 and asked about my dental claim I lodged with smart claim on Monday a week ago. I was told it would take less then 5 business days. It's been longer then that, and was told HIF couldn't even find it in the system yet!!!! So I was told to lodge it again online. So i have lodged two claims for the same claim, to be told your so busy at the moment with claims.... this is always the case! Anytime I lodge I get the same excuse - we are just very busy at the moment.
I'm really disappointed and asked if it could process over the phone as it isn't my fault why I had to wait so long seeing as I normally use HICAPS but your system was DOWN on the day I used it so I had to pay the full amount which is alot of money. Now I'm waiting on my money back asap.

Really disappointed and am looking at changing health funds if this is going to be an ongoing occurrence.

1 person found this helpful, do you? Yes

Comments
HIF (Health Insurance Fund) Official

Hi there, Thank you for your review and for your email to social@hif.com.au. As discussed, I’m really sorry to hear about your recent claiming experience. The month of June is admittedly a busy... read more »

  • 1 review
  • 1 comment
  • 2 helpful votes
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Long wait on the phone

1 out of 5, reviewed on May 10, 2017

Called today to discuss my policy, waited 18 minutes to finally talk to someone. Just to be told it was a peak period, this is the second time this has happened. Perhaps you may need to review staffing levels in order to improve customer sercive delivery. Definitely should have looked ALL of the below reviews prior to signing up. Unacceptable customer service.

2 people found this helpful, do you? Yes

Comments
HIF (Health Insurance Fund) Official

Hi Jess, I'm really sorry you've had this experience today! Our standard call waiting time is 3-5 minutes but I'm afraid we've been under the pump this week. You'll be pleased to hear that we've ... read more »

Just some feedback for you. I called again today on hold for 17 minutes prior to talking to someone.

  • 5 reviews
  • 4 comments
  • 2 answers
  • 3 helpful votes
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WAITING TO LONG ON THE PHONE

1 out of 5, reviewed on May 09, 2017

I transferred to HIF from HBF a few years ago but now I'm wondering why?
Today I rang HIF and I was put on hold for 14 minutes 47 seconds with a recorded message apologising for the delay. This is totally unacceptable and this never happened when I first joined. The service at that time was great, but waiting l4 minutes is just not on. The polite lady who eventually did answer also apologised and I said then HIF need to employ more staff to answer the phones. It better not happen again or I'm moving on once again.

2 people found this helpful, do you? Yes

Comments
HIF (Health Insurance Fund) Official

Hello Dee, Thank you for your review, and please accept my sincerest apologies for a less than satisfactory experience with HIF on this occasion. This is certainly not how we want our members t... read more »

The consultant did answer my query very well. Thank you.

HIF (Health Insurance Fund) Official

That's excellent to hear Dee, thanks for letting me know. Kind regards, Kelsey.

  • 1 review
  • 1 comment
  • 3 helpful votes
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Insurance claim made

They know how to take the money just not how to pay it.

1 out of 5, reviewed on May 09, 2017

I submitted my Claim over one month ago and have not been paid. The lady I spoke to said that was normal and nothing she could do and it would be another 2 weeks because of how busy they are. With the amount of money we pay and the premium increases every year, the service is along way from being satisfactory. Maybe we should be able to not pay our premiums until our claim has been paid. There is nothing you can do, than just wait until they are ready to pay you.

3 people found this helpful, do you? Yes

Comments
HIF (Health Insurance Fund) Official

Hello and thanks for your review. I'm really sorry to hear you're still waiting for a claim to be processed and I'd love to resolve this for you quickly. In order for me to follow up the current... read more »

I have been contacted by HIF and they have apologised and sorted this issue out immediately. The phone call from the HIF representative was a breath of fresh air and I was happy with his actions.

Ascot vale

  • 1 review
  • 3 comments
  • 3 helpful votes
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Insurance claim made

Always have problems with claim delays

2 out of 5, reviewed on May 05, 2017

I always find claiming through the app results in delays in the benefit being paid. Five plus days to process a claim and when I email about it I get a response about an old claim.

It happens every time and it's extremely disappointing because rebate is great but this is frustrating. You really need to look at your turn around time and response to queries.

1 person found this helpful, do you? Yes

Comments
HIF (Health Insurance Fund) Official

Hi Monica, Thanks for getting in touch today and please accept my sincerest apologies for the delays you’ve encountered recently. I’ve just investigated this for you and it appears that our Ben... read more »

thanks for the response and I have sent you my claim.

This backlog happens quite often though. So I think a system review is required especially since premiums go up each year yet rebates don't.

Insurance claim made

fantastic rebates on optical

5 out of 5, reviewed on Apr 27, 2017

I just took the family for an annual eye check. I was amazed when told by spec savers that HIF had paid the lot and that I didn't have any OP expenses! that's a pair of reading glasses each and a pair of stylish sunglasses!! HIF you rock! thank you so much !!!! I will definitely recommend you to my f&f.

Was this review helpful? Yes

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HIF (Health Insurance Fund) Official

Hi Channa, Thank you for taking the time to share this wonderful feedback, it’s fantastic to hear you’ve had such a positive claiming experience with HIF. I will share your review with our ... read more »

  • 1 review
  • 2 helpful votes
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Not happy about service!!! was kept waiting on the phone for over 30mins before I got a response.(I

3 out of 5, reviewed on Apr 24, 2017

1.We have found the policy ok for us at this stage in our life and also quite easy to set it all up. Customer support however needs to be looked at.

2 people found this helpful, do you? Yes

Comments
HIF (Health Insurance Fund) Official

Hi there, Thank you for taking the time to post this feedback, I'm pleased to hear your joining experience was a positive one, however it’s disappointing to read your comments regarding our te... read more »

Bunbury

  • 1 review
  • 1 helpful vote
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Unwilling to cooperate

4 out of 5, reviewed on Apr 18, 2017

Having been alerted by the comments that follow, HIF customer support rectified their error within hours. This is pleasing and I have changed the star rating accordingly. Just a pity the first point of contact did not yield the same result:

I have been left extremely frustrated by HIF's lackadaisical approach to my predicament. I am signed up to HIF's 'Super' options and recently paid for two months cover up front to take advantage of paying the lower rate before their premium increased. Today, with a rare day off scheduled tomorrow, I decided to book an appointment with the dentist. I then went into HIF's member area online to discover that as far as HIF are concerned, my membership is due for renewal today. This means it will be overdue tomorrow, the day of my scheduled visit. This means my HICAPS claim will not be honoured. Obviously flawed as I have paid upfront for another two months down the line. Having double checked my bank transactions, this was confirmed. I then contacted HIF only to be told to send them an email notifying them of the issue and that it would likely be looked at within a few days. In spite of explaining that it was a matter of urgency given my appointment tomorrow, they could not look into the matter right away. Why? It is their fault and it should be a fairly straightforward procedure. One would imagine they would accept that the onus would be on them to investigate the matter immediately. I am a father working 50 to 60 hour weeks. Days off are rare and the opportunity for dentist appointments rare. I will now have to cancel my appointment and waste very precious time off proving to HIF that I have indeed paid them for the forthcoming two months. Not happy HIF. Just the sort of incident that makes people start shopping around for insurance funds that treat their customers with a little more respect.

1 person found this helpful, do you? Yes

Comments
HIF (Health Insurance Fund) Official

Hello again Jason, Thank you for taking the time to adjust your review, we really do appreciate it. I’m delighted to hear that we were able to resolve your query so quickly and I hope your visi... read more »

Melbourne

  • 4 reviews
  • 1 helpful vote
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Best value my circumstances

4 out of 5, reviewed on Mar 31, 2017

I rarely write reviews about things but felt the need to write a positive one about HIF. After being fed up with the lack of value I was getting from BUPA and the increasing restrictions of which health providers I could see, I contacted a third party health insurance reviewer and whilst reluctant to go through the process, I am actually glad the operator found HIF for me.

I have had no issues with HIF since signing up, all my waiting periods were matched and I have received more value from HIF than I would have ever done with my previous fund. There are rarely any 'preferred' providers which allows me to choose which health professionals I would like to see. I have only ever once had to call customer support and whilst there was a long wait via telephone (I rang late on a Friday afternoon!), I eventually ended up emailing their team and got a prompt response.

My disclaimer is that for the specific extras I use and because I do not need extensive hospital cover, I have only good things to say about HIF. Their claiming system is extremely easy and rebates get deposited electronically within a few days.

Admittedly the increase in premiums for the upcoming year were a bit steep but I have chosen to prepay for the next few months which saves me some money. Whilst still happy with HIF, I do research regularly as to what other health funds are offering and I am yet to find a better policy for my life circumstances at this point in time.

1 person found this helpful, do you? Yes

Comments
HIF (Health Insurance Fund) Official

Hello Fmyt, Thank you so much for taking the time to leave such a wonderful review, especially as you rarely write them. As a not for profit health fund, we pride ourselves on providing a great ... read more »

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Questions & Answers

Does HIF allow claim for an ultrasound? Recently had a pelvic ultrasound and they said medicare has been claimed so wondering if the balance or some of is claimable? Regards Tammy

Tammy asked on Nov 01, 2017

Answer this

Hi Tammy,

Thanks for getting in touch.

May I ask if you hold Hospital cover with HIF? The reason being that a benefit may apply if you were treated as an inpatient (e.g. you were admitted into an approved hospital or day facility, allocated a bed and then discharged following the treatment). If you were treated as an outpatient however, the Medicare benefit you’ve received would only apply.

I hope that helps Tammy, but if you have any further questions please do not hesitate to email me direct on social@hif.com.au.

Warm regards,
Kelsey Donnelly

(Digital Marketing Coordinator)

Hello I am considering Laser eye surgery. I noticed a previous query a year ago in regards to laser surgery, where you said it was not covered but you would submit the query for consideration. I am aware that many of the other health funds cover some to all of the costs. Does HIF now offer some sort of rebate? Regards Diane

Diane asked on Oct 18, 2017

Answer this

Hello Diane,

Thanks for your question.

We did review the inclusion of laser eye treatment on our policies, however to do so would have required an increase in member premiums. As a member-owned health fund (and given the current economic climate) a decision was made not to progress this any further.

I hope that helps to answer your question, but if you’d like to discuss this further please don’t hesitate to get in touch. You can email me direct on social@hif.com.au.

Thanks,
Molly Kelly (Digital Marketing Team Leader)

We are having to take our son to a private Gastroenterologist - the GAP is in excess of $200 - are we able to claim this through our HIF Extras cover?

sandd asked on Sep 13, 2017

Answer this

Hi there,

Thanks for getting in touch.

Unfortunately this isn’t claimable under your ‘HIF Extras Cover’ as Gastroenterology is considered a medical service.

May I ask if you hold Hospital cover with HIF? The reason being that a benefit may apply if your son was admitted to hospital as an inpatient (e.g. he is admitted into an approved hospital or day facility, allocated a bed and then discharged following the treatment) and the relevant waiting periods have been served. If your son was treated as an outpatient however; a Medicare rebate would only apply.

I hope that helps Sandd, but if you have any further questions please do not hesitate to email me direct on social@hif.com.au.

Warm regards,

Kelsey Donnelly
(Digital Marketing Coordinator)

See all 41 questions about HIF (Health Insurance Fund)